Complaints Caseworker

A2Dominion Group; Greater London; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Flexible benefits

Salary exchange benefits

Rewards and discounts

25 days holiday + bank holidays

Job summary

A2Dominion Group is seeking a Complaints Caseworker to own Stage 1 complaints end-to-end, conduct thorough investigations, gather evidence and craft clear, well-reasoned responses. You’ll collaborate with multiple teams to resolve issues fairly and in line with regulatory timescales.

The role requires strong written and verbal communication, attention to detail, and the ability to manage a varied workload while maintaining customer-focused outcomes. DBS checks are required.

Qualifications

• Experience managing complaints or other complex casework within a customer-focused or regulated environment.
• Experience investigating cases and producing high-quality written responses.
• Strong problem-solving skills with the ability to make balanced decisions.
• Excellent written and verbal communication skills.
• Ability to manage varied workload, prioritise effectively and meet regulatory deadlines.
• Great attention to detail with accurate records and case notes.
• Confident building relationships across multiple teams.
• Ability to stay calm and professional in challenging situations.

Responsibilities

• Take ownership of Stage 1 complaints from start to finish.
• Carry out thorough investigations, gather evidence and produce clear responses.
• Work with colleagues across the organisation to resolve issues fairly and within timescales.
• Contribute to service improvements and better customer outcomes.

Skills

Complaint handling

Investigation

Written communication

Verbal communication

Regulatory deadlines

Records management

Collaboration across teams

Resilience under pressure

MS Office

CRM systems

Education

GCSE Maths & English

Tools

Microsoft Office

CRM systems

Job description

Do you enjoy getting to the heart of complex issues and finding fair, practical solutions? Join us as a Complaints Caseworker and play a key role in delivering a high-quality complaints service that puts customers at the centre of every decision.

In this varied role, you'll primarily take ownership of Stage 1 complaints from start to finish. You'll carry out thorough investigations, gather evidence and produce clear, well-reasoned responses. You'll work closely with colleagues across the organisation to resolve issues fairly and ensure complaints are managed in line with regulatory requirements and agreed timescales.

You’ll also support the wider complaints process when required. Contributing to service improvements and helping deliver better outcomes for our customers.

A Basic DBS check is required for this role.

More About You

• Experience managing complaints or other complex casework within a customer-focused or regulated environment
• Experience investigating cases and producing high-quality written responses
• Strong problem-solving skills, with the ability to make balanced and well-informed decisions
• Excellent written and verbal communication skills
• Ability to manage a varied workload, prioritise effectively and meet regulatory deadlines
• Great attention to detail, with the ability to maintain accurate records and case notes
• Confident building relationships and working collaboratively across multiple teams
• Ability to remain calm, professional and resilient when handling sensitive or challenging situations
• Good working knowledge of Microsoft Office and CRM or case management systems
• GCSEs (or equivalent) in Maths and English (Grades A*–C)

Choosing us is easy

This is an exciting opportunity to shape the future of our complaints service and help us achieve our ambition of being a sector‑leading, award-winning function. If you’re motivated by quality, customer experience, and leading people to success, this could be the perfect role for you.

As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.

We offer a wide range of staff benefits. For this role, these include:

• 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• Flexible Working
• All permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family
• Access to a wide range of staff discounts

Inclusion at A2Dominion

We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process, just contact our Resourcing Team at [e-mail]

We know some people may hesitate to apply unless they meet every requirement.

At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.

This vacancy is being managed by Kate Jacobs.